ShepHyken

FEBRUARY 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Can awful airline customer service be overridden with AI and analytics? by Scott Kendrick. (tnooz) After the debacles that occurred within domestic air travel in 2017, it’s clear airlines need to look carefully at their customer service tactics.

Airlines 195

Airlines Customer Service Chatbots Analytics 195

Callminer

FEBRUARY 26, 2018

Call centers are constantly under pressure from regulatory compliance concerns.

Call Center 182

Call Center 182

Customer Guru

FEBRUARY 26, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.

Customer centricity 106

Customer centricity Call Center B2B Sales 106

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). Assuming the results are positive, the company then proudly presents their board with the survey results compared to industry benchmarks and proceeds with the board meeting.

SaaS 96

SaaS Feedback Surveys B2B 96

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Amity

FEBRUARY 26, 2018

Congratulations! You have successfully made the case for Customer Success and your organization has realized that investing in a customer success program will help provide more value to your customers. However, recognizing the need for a customer success program and actually working on implementing one are two completely different stories. Even if you see the merits, you will eventually face your first roadblock, which is, where to begin?

Upselling 84

Upselling SaaS Feedback Sales 84

ijgolding

FEBRUARY 26, 2018

I make no secret of my love for all things culinary. In fact, if I did not also have a passion for running, I would quite literally be the size of a rather large house! Like everything else we do as human beings, the ‘eating out’ experience is made up of several stages and touch points – the eating bit is just one of them. Eating in a restaurant is often an indulgent treat – not a necessity – and as such, the experience needs to match up with our expectation.

Customer Experience 67

Customer Experience Customer retention Personalization Management 67

Satrix Solutions

FEBRUARY 26, 2018

Employee feedback surveys are increasingly being used to guide management decisions. And it’s important to recognize that value obtained from an employee survey is a direct result of how well the survey process is designed and implemented. This also means it is critically important that your survey achieves a high level of participation to ensure the feedback accurately reflects the majority opinion of employees.

Surveys 60

Surveys Feedback Best practices Management 60

aircall

FEBRUARY 26, 2018

A Category Breakdown. Aircall was recently ranked the No. 2 cloud-based call center software by GetApp, the premier research and review site for businesses exploring SaaS solutions. We’re humbled to once again be recognized as an industry leader and eager to maintain our spot on the podium moving forward. So let’s sift through the final scorecard to see what fueled our success and where we’re committed to making additional improvements.

call center software 59

call center software Call Center First call resolution Technical Support 59

8x8

FEBRUARY 26, 2018

With March rapidly approaching, the team here at 8x8 is excited to head to the Gaylord Palms Resort, Orlando, Florida for our annual trek to Enterprise Connect , the premier event for enterprise communications and collaboration technology in North America. This year, we are all about you! We’ve spent the last year building and perfecting cloud communications, collaboration and customer engagement solutions that both simplify and enhance the employee and customer experience.

Enterprise 54

Enterprise Customer Experience Contact Center Cloud contact 54

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Surveys

Mindtouch

FEBRUARY 26, 2018

For decades, business has been done inside out. Products and services were created and distributed from the top down, often through a third party. And for decades, this model has (mostly) worked. Unfortunately, this way of doing business—thanks in large part to the rise of digital literacy—has created a growing disconnect between business and consumer, one that has given way to a new paradigm: direct customer engagement.

Self service 48

Self service Engineering Enterprise Technology 48

8x8

FEBRUARY 26, 2018

With March rapidly approaching, the team here at 8x8 is excited to head to the Gaylord Palms Resort, Orlando, Florida for our annual trek to Enterprise Connect , the premier event for enterprise communications and collaboration technology in North America. This year, we are all about you! We’ve spent the last year building and perfecting cloud communications, collaboration and customer engagement solutions that both simplify and enhance the employee and customer experience.

Enterprise 48

Enterprise Customer Experience Contact Center Cloud contact 48

Ann Michaels and Associates

FEBRUARY 26, 2018

Simplicity is about subtracting the obvious and adding the meaningful. Most companies would say they are data-driven. Do you agree? You gather as much data as possible in order to make strategically based decisions regarding marketing, branding, budget, and new product ideas. Because more data equals more insights, right? Not necessarily. Don’t waste time on the wrong numbers.

Metrics 40

Metrics Advertising Sales Marketing 40

8x8

FEBRUARY 26, 2018

With March rapidly approaching, the team here at 8x8 is excited to head to the Gaylord Palms Resort, Orlando, Florida for our annual trek to Enterprise Connect , the premier event for enterprise communications and collaboration technology in North America. This year, we are all about you! We’ve spent the last year building and perfecting cloud communications, collaboration and customer engagement solutions that both simplify and enhance the employee and customer experience.

Enterprise 48

Enterprise Customer Experience Contact Center Cloud contact 48

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

Talkdesk

FEBRUARY 26, 2018

It’s 2018, business is happening in the cloud and your contact center needs to reflect that. If you’re still relying on rigid, on-prem tools like hard phones and complicated code to handle communication with customers and prospects, you’re missing out on all of the exciting new innovations that cloud technology allows. To discuss some of the benefits of these cloud-based vs. on-prem contact centers, Talkdesk hosted contact center industry expert Sheila McGee-Smith for a webinar.

Call Center 40

Call Center Cloud contact Contact Center Technology 40

customer sure

FEBRUARY 26, 2018

Some great communicators are born that way. Most of us have to work at it. But it’s worth it. Words are powerful. Used well they can move us, inspire us, motivate us to action. Used poorly, they can make us lose hope. The very best customer service can be undermined by the wrong tone of voice. Yet the worst complaint can be defused and fixed if you get it right.

Customer Service 101

Customer Service Airlines Enterprise Banking 101

Mindtouch

FEBRUARY 26, 2018

5th annual TOP Customer Success Influencers and Strategists: It is with great pleasure that MindTouch will be releasing not one but two syndicated lists, combined into a single micro-site, un-gated, and open for public viewing. The list revolves around thought leadership in the customer success community. The first is our TOP 25 Customer Success Influencers and the second is our People’s Choice, TOP 100 Customer Success Strategists.

Marketing 91

Marketing Accountability Customer Experience 91